Last Updated: 19 October 2026

This page explains how we deliver your order and how cancellations, returns and refunds work. It forms part of our Terms and Conditions. Nothing here limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. Shipping

Order processing

• We process orders within up to 48 hours after payment is verified.
• Delivery estimates start from the day your order is dispatched, not the day you order.
• If there is a delay, we will contact you.

Delivery cost

• Delivery is a flat rate of R170.00 per order, shown at checkout before you pay.
• The flat rate covers your whole order. If your delivery address needs special handling that would cost more, we will contact you before charging anything extra. You can then choose to cancel for a full refund instead.

Where we deliver

• We deliver within South Africa only, by courier.
• We cannot deliver to PO Boxes unless we have confirmed this with you beforehand. Please give a physical address where someone can receive the parcel.

Estimated delivery times (after dispatch)

Area	Estimated time
Johannesburg and Pretoria	1–2 business days
Western Cape and KwaZulu-Natal	2–3 business days
Outlying areas	Longer

These are estimates, not guarantees. Courier delays can happen, for example during public holidays, bad weather or peak periods. Once the courier collects your parcel, the courier manages the delivery, but we remain responsible for your order until you receive it, and we will follow up with the courier for you.

If we do not deliver within 30 days of receiving your order (unless you agreed to a longer time, such as a backorder), you may cancel your order by giving us 7 days’ written notice and we will refund you in full.

2. Product Availability

If a product you ordered is unavailable, we will contact you and you can choose to:

• wait for the product to come back into stock;
• accept a backorder; or
• cancel that product (or your order) for a full refund.

Some imported products may have longer lead times. We will tell you the expected time before you choose. If you cancel, we will refund you within 30 days.

3. Damaged, Leaking or Lost Parcels

The goods are our responsibility until they are delivered to you. If your parcel arrives damaged or leaking, or does not arrive:

1. Contact us as soon as possible at info@detailvault.co.za.
2. Send photos of the parcel, the packaging and the products, if you can.
3. We will deal with the courier and arrange a replacement or refund for you.

Any claim with the courier is between us and the courier. It does not affect your right to a replacement or refund.

4. Your 7-Day Cooling-Off Right (ECTA section 44)

You may cancel your order without giving a reason and without penalty within 7 days after you receive the goods.

• To cancel, email info@detailvault.co.za with your order number within the 7 days.
• Return the goods to 6 Plover Street, Lenasia South, 1829, South Africa.
• The only charge you pay is the direct cost of returning the goods to us.
• We will refund the full amount you paid, including the original delivery fee, within 30 days of your cancellation.
• This right applies whether or not you have opened the product.
• Please take reasonable care of the goods and return them, with any parts and packaging you still have, in the condition you received them as far as possible.
• The cooling-off right does not apply where an exclusion in ECTA section 42 applies, for example goods made to your own specifications.

5. Change-of-Mind Returns After 7 Days

After the 7-day cooling-off period, we may accept change-of-mind returns at our discretion, for example for unopened, resaleable products. Please contact us first. We will tell you upfront whether we can accept the return, the conditions, and any amount that would be deducted from your refund, before you send anything back. You can then decide whether to go ahead.

This does not affect your rights for defective, damaged or incorrect goods in section 6.

6. Defective, Damaged or Incorrect Goods (CPA sections 55 and 56)

Under the CPA, goods must be of good quality, free of defects, safe, and as described. For 6 months after delivery, if a product is defective, unsafe, damaged or not what you ordered, you may return it and choose a:

• repair;
• replacement; or
• refund.

Please note:

• We pay the cost of returning defective, damaged or incorrect goods. Contact us first and we will arrange or refund the return.
• If a product we repaired fails again with the same problem within 3 months, we will replace it or refund you.
• Please contact us at info@detailvault.co.za with your order number, a description of the problem and photos if you can.
• These rights do not cover damage caused by misuse, accidents, or not following the product instructions, or a condition you were clearly told about and accepted before buying.

7. Opened or Used Products

Opened products can still be returned:

• within the 7-day cooling-off period (section 4), with only the direct return cost charged; and
• at any time within 6 months if they are defective or not as described (section 6), at our cost.

Outside those cases, any return of an opened or used product is at our discretion (section 5). We will not deduct any fee that we have not agreed with you before you send the product back.

8. Returning Products

• Please contact us before sending a return so we can confirm the return address and the next steps.
• Pack products securely, close all lids tightly and seal liquids to prevent leaks.
• Keep proof of shipment (such as a waybill or tracking number) until your refund or replacement is finished.
• For cooling-off or change-of-mind returns you send yourself, please pack the goods carefully, as you are responsible for returning them in the condition you received them. This does not apply to defective, damaged or incorrect goods, which are returned at our cost and risk.

9. Refunds

• Refunds are made to your original payment method where possible, or to a bank account you give us.
• We refund cooling-off cancellations within 30 days of cancellation, and other approved refunds as soon as possible and within 30 days.

10. Machines and Polishers

Where we sell machines such as polishers, they may also come with a manufacturer’s warranty. That warranty is in addition to your CPA rights, not instead of them.

• During the first 6 months after delivery, you may return a defective machine to us and choose a repair, replacement or refund, at our cost (see section 6).
• After that, or if you prefer, you can use the manufacturer’s warranty, which may require you to take or send the machine to the manufacturer or its service agent. We will help you with the process.

11. Contact

• Email: info@detailvault.co.za
• Returns address: 6 Plover Street, Lenasia South, 1829, South Africa
• Website: www.detailvault.co.za

If we cannot resolve a problem, you may contact the Consumer Goods and Services Ombud (www.cgso.org.za) or the National Consumer Commission (www.thencc.org.za).